If I need an out-of-warranty repair, looks like it is off to the local AASP for me.

This, at least, is an area where the small shops can compete with Apple stores and win. They are not bound by the strict rules placed on the corporate stores.

I just hope that Apple doesn't cut them off at the knees and refuse to supply the parts.

I concur with the others, you can often get better service from the third-party stores than the corporate stores. I've also had great experience with PowerbookResQ which seems to have expanded to also service desktop Macs and iPods since I last used them.

Thanks Ted for this info. As much as I like their computers Apple has a habit of grossly overpricing that is hard to beat.

Yet another reason why we need reputable authorized repair providers to survive and thrive. Let Apple know.

Unfortunately all the new Apple stores will put all the 3rd party stores out of business....

A Mac repair guru doesn't know about waiting times at the Genius Bar and the option of signing up on line. He also doesn't know about Apple's repair policies, he has been around Macs a long time.

I am not going to buy an extended warranty for $40 toaster. However, for Macs and monitors costing thousands a few hundred bucks for extended warranty is a money well spent. Not that the warranty would covered this sort of damage, it is not computer insurance like what Safeware offeres http://www.safeware.com/

Yes, Apple should revisit its policies and pricing on repairing such things as the support in question.

What a tragedy. Think how important it is compared to say, someone just being told they have Cancer.
I guess it would have been esthetically improper to have made something from metal or plastic to have served this crucial purpose.

I was quoted 274 euros for a G4/400 Sawtooth power supply. And I would have had to add 16% sales tax onto that!!!

Official Apple pricing. BTW I was also told that there was no way I could get the part without the serial nunber of this mac.

Luckily, there are other options out there but often you have to do a lot of digging around and for European users it usually means international shipping charges have to be incurred too.

"Actually, extended warranties are generally a waste of money in my view. So I rarely get them. That is, if you purchased an extended warranty on every product you own that offers one and added up all the money you spent, and then compared it to what you would have instead spent on repairs for those products, you are certain to come out ahead by skipping the warranties."

Ted.. I think your caculator must of dropped as well. Just take a look at PowerbookResQ for replacement LCD's.
Them: $889.00
Applecare: $349.00

Just think what else comes out of your wallet the next time when asked "Would you like Applecare on that?"

Let me guess, you've never worked a day of your life in retail??

Ted, you're a [bleeping bleep}. You're actions are typical of all the "[bleep]" customers we get at our store. So [bleep] you. You [bleep]ed up and then you got pissed at an employee for quoting you a price. Your actions by trying to bend the rules instead of waiting in line are rude. Do you think the world revolves around you? How many other customers do you think they had to turn away, who decided, "hey, I should have checked to see if there was going to be a line", instead of making a hissyfit because you didnt' need "service", but only wanted to order a part.

And the whole, "I would have purchased an extended warranty" is [crap]. You could have easily purchased your monitor at CompUSA and gotten a warranty (that is, since you realize the importance of one on an LCD monitor) - but your a typical cheap customer. You "were" going to, until you realized Apple didn't sell one individually.

I work in a retail store. I've worked in a variety of retail stores (as I go through college), and I've met customers like you. You're all the same.

You had a cheap part break this time. I'm personally hoping for a backlight to go out next time.


[edits by bweels for language]

Quote

Guest wrote:
What a tragedy. Think how important it is compared to say, someone just being told they have Cancer.
I guess it would have been esthetically improper to have made something from metal or plastic to have served this crucial purpose.

Quote

Guest wrote:
Let me guess, you've never worked a day of your life in retail??

Ted, you're a [bleeping bleep}. You're actions are typical of all the "[bleep]" customers we get at our store. So [bleep] you. You [bleep]ed up and then you got pissed at an employee for quoting you a price. Your actions by trying to bend the rules instead of waiting in line are rude. Do you think the world revolves around you? How many other customers do you think they had to turn away, who decided, "hey, I should have checked to see if there was going to be a line", instead of making a hissyfit because you didnt' need "service", but only wanted to order a part.

And the whole, "I would have purchased an extended warranty" is [crap]. You could have easily purchased your monitor at CompUSA and gotten a warranty (that is, since you realize the importance of one on an LCD monitor) - but your a typical cheap customer. You "were" going to, until you realized Apple didn't sell one individually.

I work in a retail store. I've worked in a variety of retail stores (as I go through college), and I've met customers like you. You're all the same.

You had a cheap part break this time. I'm personally hoping for a backlight to go out next time.


[edits by bweels for language]

If you did, you would see he was referring to adding up ALL the extended warranties you might buy for your purchases, in general. He even tried to buy Applecare for the display, but could not because it was not bought at the same time as a CPU.

Quote

macuber wrote:

Just think what else comes out of your wallet the next time when asked "Would you like Applecare on that?"

(sorry for the dupe, no subject before)

Let me guess, you've never worked a day of your life in retail??

Ted, you're a [bleeping bleep}. You're actions are typical of all the "[bleep]" customers we get at our store. So [bleep] you. You [bleep]ed up and then you got pissed at an employee for quoting you a price. Your actions by trying to bend the rules instead of waiting in line are rude. Do you think the world revolves around you? How many other customers do you think they had to turn away, who decided, "hey, I should have checked to see if there was going to be a line", instead of making a hissyfit because you didnt' need "service", but only wanted to order a part.

And the whole, "I would have purchased an extended warranty" is [crap]. You could have easily purchased your monitor at CompUSA and gotten a warranty (that is, since you realize the importance of one on an LCD monitor) - but your a typical cheap customer. You "were" going to, until you realized Apple didn't sell one individually.

I work in a retail store. I've worked in a variety of retail stores (as I go through college), and I've met customers like you. You're all the same.

You had a cheap part break this time. I'm personally hoping for a backlight to go out next time.

BTW, people buy extended warranties for two reasons:
1. to save money on parts & labor
2. better customer support

If you've ever wondered why you get [crappy] customer support at stores, now you know. You're cheap. Get over it.


[edits by bweels for language]

AppleCare is not an extended warranty to begin with and wouldnt cover the damage from your neglecting to secure your monitor to your desk properly. Warranties don't cover abuse of a product which this is what it is even if it were and accident. You dropping your monitor is no fault of Apple's why should they have to pay for it?

I know that most extended warranties are a waste of money. My experience with Applecare though is that it is a bargain. I've always gotten much more than my money back. I wouldn't think of buying a laptop, display, or ipod without it. They've basically replaced an entire laptop, 4 ac adaptors, 2 ipods and more. And for 3 years you can use phone tech support to talk you through any problem with your mac. They have the best tech support I've ever experienced. Try getting help from HP for instance. Once you buy their product, they are gone.

This past Saturday I received my repaired Powerbook from the Boca Raton Apple store. When I had left it, I was told I might have to pay up to $955 to repair it since the damage had been caused by me dropping the system (which is true). Luckily, AMEX was going to cover the charge.

So, imagine my surprise when I find out that they replaced all the broken parts at no charge whatsoever! I almost bought $955 worth of stuff right then and there.

Anyways, I do, however, agree that having to sign-up to speak to the Genius in order to schedule a repair is extremely annoying. In fact, someone at the store even suggested that I needed to sign-up and wait just to get my computer back. Luckily, another store employee said that this was not the case.

All-in-all, my experiences at the Apple stores have been incredible and now that they gave me $955 worth of repairs, their employees can beat me down, call me all sorts of derogatory names and I wouldn't care...I would still think they rock!

I had my aluminum powerbook 1.25Ghz for almost 2 years, about 1 year out of warranty since I bought no extension. My computer froze never to be resurrected. At an Apple retail store they said they could send it in to an Apple depot for a flat fee of $310 or fix it in house for cheaper if possible. In the end they could not fix it after several attempts, charged me $310, and gave me a brand new Powerbook w/1.5Ghz. Wow! This, in effect, also gave me a new battery, a brighter screen, an extra power adaptor, 2-finger scrolling, etc. I am very pleased.

"their employees can beat me down, call me all sorts of derogatory names and I wouldn't care...I would still think they rock!"

They wouldnt do that. Just don't call it Oh Es Ex.

Quote

Guest wrote:
AppleCare is not an extended warranty to begin with and wouldnt cover the damage from your neglecting to secure your monitor to your desk properly. Warranties don't cover abuse of a product which this is what it is even if it were and accident. You dropping your monitor is no fault of Apple's why should they have to pay for it?

I don't think any warranty would cover damage from taking a header off the desk. _INSURANCE_ might cover that, but warranty coverage, no.

You can often get a computer rider to your homeowner's policy for very little money that covers nearly every casualty that might befall your computer or its peripherals.

Quote

Guest wrote:
Let me guess, you've never worked a day of your life in retail??

Ted, you're a [bleeping bleep}. You're actions are typical of all the "[bleep]" customers we get at our store. So [bleep] you. You [bleep]ed up and then you got pissed at an employee for quoting you a price. Your actions by trying to bend the rules instead of waiting in line are rude. Do you think the world revolves around you? How many other customers do you think they had to turn away, who decided, "hey, I should have checked to see if there was going to be a line", instead of making a hissyfit because you didnt' need "service", but only wanted to order a part.

And the whole, "I would have purchased an extended warranty" is [crap]. You could have easily purchased your monitor at CompUSA and gotten a warranty (that is, since you realize the importance of one on an LCD monitor) - but your a typical cheap customer. You "were" going to, until you realized Apple didn't sell one individually.

I work in a retail store. I've worked in a variety of retail stores (as I go through college), and I've met customers like you. You're all the same.

You had a cheap part break this time. I'm personally hoping for a backlight to go out next time.

BTW, people buy extended warranties for two reasons:
1. to save money on parts & labor
2. better customer support

If you've ever wondered why you get [crappy] customer support at stores, now you know. You're cheap. Get over it.


[edits by bweels for language]

"Let me guess, you've never worked a day of your life in retail?? "

Well, all I'll say is that if you work at an APPLE retail store, you sure as $#!% shouldnt be posting in forums and particularly something as abusive as the post you just made. I guess you didn't get that speech when you signed on.

You should be ashamed. Your comments about the problem made it seem that you were so mad that you had to write about it. (oh wait, you did write about it.) So if you were that mad why would you take only out of waranty repairs to your certified apple retailer or what not. If he was apple certified wouldn't he be able to service all repairs under warranty?

You seem to use people and your situation to antagonize a situation. You only respect the little guy when you won't be tolerated elsewhere.

You Jerkface.

I've always been pleased with Apple's service on items still under warranty, but I agree they can be expensive when it's out of warranty.

> extended warranties are GENERALLY a waste of
> money... you are CERTAIN to come out ahead
> by skipping the warranties [emphasis added]

Well, you contradict yourself a little there. I think your first statement is the more accurate one. You GENERALLY come out ahead if you don't buy them. But it's a gamble.

Jim

Quote

Guest wrote:
Let me guess, you've never worked a day of your life in retail??

Ted, you're a [bleeping bleep}. [Rant rant rant the customer is always wrong rant rant rant]

You had a cheap part break this time. I'm personally hoping for a backlight to go out next time.

[edits by bweels for language]

Interesting that Mr. Landau had a better experience at the independent store. Seems that any time I call the independents (here in the Dallas area, or in North Carolina where I previously lived), it's like they are doing me some huge favor just to answer the phone! Even if I have a purchase order in my hand!

The Apple Stores here have seemed eager to help without ever being pushy.

The only item I have had to bring in to Apple was my first iPod, and that twice. Both times, they resolved the matter quickly and very much to my satisfaction.

Hi!

I'd like to reply to a couple of the comments:

1. It is true that Apple would likely not have covered the repair even if I had AppleCare - because the damage was due to an accident on my part. The same thing would be the case if I (for example) threw the display out the window. Makes sense. I should have clarified that. My (slightly muddled) point on this matter was that even if it had been a covered repair, it would not have mattered, because I was unable to get AppleCare.

2. The fact that the cost of some repair is more than the cost of AppleCare (e.g, $800 to fix A vs. $300 to get AppleCare for A) is largely besides the point. The invalid conclusion is that it therefore pays to get AppleCare. But this fails to take into consideration that A may never need to be repaired at all. AppleCare (or any extended warranty) is a gamble. You are gambling that an expensive repair will be needed before you replace the equipment. All I was saying is that this is generally a poor gamble. Sometimes you will win. But in the long run, if you always take it, you will lose.

3. I indeed was not suggesting that Apple should have paid for the cost of the repair. Just that they should provide a way to make such repairs more in line with what they truly cost.

You can't always muster the money to buy both at the same time. Why would you purchase an Apple monitor at a higher cost than the competition and then have no extended warranty? Apple, please offer the warranty or be comfortable with the fact that I can buy two monitors to your one.

I had a similar experience by tripping over the charger wire with my iBook causing it to fly to the carpet, just breaking off the tip of metal latch hook. $450 estimate to replace the entire display lid of the iBook. In my case my independent authorized Apple service facility could not order the hook to perform the replacement. They were only allowed to return the iBook to Apple. No satisfaction at the Genius Bar. Now using a large rubber band to close the iBook and put it to sleep.

Quote

Anonymous wrote:
I had a similar experience by tripping over the charger wire with my iBook causing it to fly to the carpet, just breaking off the tip of metal latch hook. $450 estimate to replace the entire display lid of the iBook. In my case my independent authorized Apple service facility could not order the hook to perform the replacement. They were only allowed to return the iBook to Apple. No satisfaction at the Genius Bar. Now using a large rubber band to close the iBook and put it to sleep.

I have had a similar experience as the author. At the Apple store, long lines to get, admittedly excellent, genius help. Much faster and cheaper help at a 3rd party store who, here in Seattle is the MAC Store, and they are terrific. I guess if you have a car and the warranty expires, you can make an appointment way off in the future, take it to the dealer, pay higher costs, and get it fixed. Or you can call your local garage and get it done faster for alot less. Unless its the kind of repair that needs that special genius. Then you are screwed. But if you do that every time you need a new headlight you are going to get ripped off.

I was quoted a cost of over $800 by Compaq to fix a piece of plastic on my laptop. It served no purpose, but made the resale value higher if I had fixed it.

Needless to say, I did not fix the plastic. I guess some of these computer companies need their head examined. Do they actually think that I would pay over $800?

I'm no sucker and I'm not cheap. It's a little thing called common sense. You did the right thing by taking your computer to a 3rd party.

Ted doesn't have A contact at the Mothership? Apple's marketing department must have someone with authority who can use their discretion.

Maybe someone of importance at Apple will see these posts and make this a talking point at the next department meeting.

My take on this article is that the author thinks that Apple is charging way too much for simple things. It is the truth. There is no good reason not to sell him a part. I have had Apple fix out of warranty and they are way over priced. I don't have a third party apple dealer in my area so I have no choice. It doesn't help Apple image to be costly for no reason. They need to understand that nickel and dimeing over repairs is a bad idea. If something is broken, and they get overpriced repairs next time that a new product is going to be bought they won't get the sale. It is one of the reasons the my local school district decided not to go with apple anymore, costly repairs and parts.

by the way $60 is still pretty expensive in my book.

Apple makes products that the faithful love, of which I am one. There may come a time though when the Apple monopoly won't mean as much as it does now. Many, who have not had the best experiences with service after the sale, may choose an alternative.

The world is strewn with once great companies whose products are no longer those of choice for a particular application.

Apple, what goes around comes around.

http://www.dvwarehouse.com/products/25565.html

I think the lesson to be learned is that next time Ted should hit up google for 5 minutes instead of wasting our collective time with this rant.

Wait a second, company's burn customers on replacement OEM parts....? NO, never!

When's the last time you compared a price quote from a Dealership to an independent garage?

Thanks for the link. I will bookmark it for next time.

As for the column being a rant, I take a bit of an exception. Surely, there can be a distinction between justifiably critical and a rant. I was hoping the column was more in the former category.

As for "company's burn customers on replacement OEM parts" - sure, I know. But usually not to the tune of 8X what an independent would charge. And many people are not as familiar with their options for getting a computer repaired as they are with a car. This seemed worth pointing out.

- Ted

Teds's next book out: MacDropit

Apple is good on sales assistance, genius advice. If your product is in warranty or under an extended Apple Care warranty the are also very helpful. But, get out of the warranty loop and into the repair mode and ZAP!

I have been a MAC user for over 15 years having come over from the Apple II. The first few years I had problems finding any good advice let alone help for any problems encountered. In 1993 I moved to Portland Oregon and was in heaven. There is a local MAC only shop there, Power Mac Pac. I soon found friendly folk who went out of their way to provide top notch sales, service and advice.

In 2003 my job required I move to Central Florida. Again I felt fortunate. There is a nice Apple Store at a trendy mall in nearby Orlando. The challenge is getting there and getting on the waiting list for the “Genius Bar”

In an unfortunate turn of events the CD drive died in my iBook. I took it to the Apple Store and, as in Ted’s case, learned that it might be better to purchase a new iBook than have Apple do a repair and no, that drive is not available through us. I later asked for other parts for another MAC only to get the “What, you don’t want to buy a new MAC?” look.

After learning I’d need a loan to get the iBook repaired locally I called Bill at Power MAC PAC in Portland, Oregon (Hey, you need anything, I mean anything MAC give him a call, prices are good, service is excellent and they actually care about you, the costumer) Bill listened to my problem, turned me over to their tech department and the iBook was off to Oregon via UPS. About 10 days later it was home and fixed at half the price. By the way, I upgraded to a DVD player and CD burner.

Several months ago I was back in Portland on business and in need of a new laptop. You guessed it, Power MAC PAC got the sale again. I may have to fly 2000+ miles but I get service and advice whenever I need it and where ever I am. Oh and the iBook, that is now my 10 year old granddaughter’s pride and joy.

Bottom line to the story. Apple is out to sell, sell, sell but not service at a reasonable price. Funny, I can’t even buy an Apple Care program in Florida. Apple you make an excellent product, how about caring for the customer as much as you care for the bottom line.

Whenever another independent Apple retailer goes out of business, typically due to some Apple Computer, Inc. store or stores opening up previously in the region, people on these forums are quick to blame the independent stores for being incompetent. When all of the independents are gone people like Ted won't have any other options.

Apple sent me a $600 video card for my G5 which was way out of warranty. I had no extended warranty, I don't like them either, but the person I spoke with was very helpful and made it happen for me.

I got the replacement within 2 days, and apple even p[aid for the shipping!

Quote

tedlandau wrote:
Thanks for the link. I will bookmark it for next time.

As for the column being a rant, I take a bit of an exception. Surely, there can be a distinction between justifiably critical and a rant. I was hoping the column was more in the former category.

As for "company's burn customers on replacement OEM parts" - sure, I know. But usually not to the tune of 8X what an independent would charge. And many people are not as familiar with their options for getting a computer repaired as they are with a car. This seemed worth pointing out.

- Ted

Read the CompUSA extended warranty carefully. The extended warranty applies to the original item only. If you get a replacement and want an extended warranty on the replacement you have to pay for a new extended warranty. Been there and done that.

MJ

Let me voice something here.

Back almost a year ago, my PowerMac G4 dual-1GHz tower ceased functioning. I'd bought it as an open-box from the clearance table of the local Apple Store for $2000, which was $500 off the then-selling price of the unit. I wanted AppleCare but I was lucky to be able to buy the tower, never mind the $350 for the AppleCare and however much the LCD monitor would have been going for - at the time I worked retail, tho had been in it long enough to be getting a decent paycheck, retail-standards anyway.

I sat on it for a few months, because heading into Christmas the way we were I couldn't swing the extra money I knew it would cost to get it fixed, and I told myself that come January, she'd get looked at proper.

Well, January came and I lost my job in the post-Christmas "sweeps" that big retail chains do to clean house a bit. My parents took pity and dragged me and the Mac to the mall to get a repair estimate.

I waited maybe ten minutes to talk to the Genius, told him my sob story and he said he'd take it in and work up an estimate. I got a call the next day, telling me bad news and worse - replacement processor could be $400, or replacement motherboard $500. But he had good news. Seems the person who bought the system, paid full price for it, and had to return it, had bought a monitor and AppleCare, and their system showed that AC was in effect on my tower still, so the repair would be done under warranty.

Two weeks later and a $900 repair bill - yes, both the processor module and the motherboard needed to be swapped - and my G4 was back up and running, covered completely by the AppleCare warranty. Made me ticked off that I hadn't checked it in September, but who knew? But it was nice to have the tower fixed for no out-of-pocket, considering I had nothing per se in the pocket at the time.

So say what you want about Apple and their repair policies - for every bad there's a flipside, and vice-versa I'm sure.

It is good that things like this get up and on the web. You can bet that someone at Apple will read this and the chances of their adjusting their policies will go up.

It was also cool that you got good service at a third party retailer. I think it will be a crying shame if all the third party places go out of business. Some of them suck but a lot are great and they carried the torch for a long time. I hope Apple supports them, the more places you can get an Apple product, the better.

I love Apple and their products but there is always room for improvement and it is articles like this that motivate that improvement.

One problem with the monitor repairs by Apple - if the LCD is the issue, they will charge you for a new one. Period. I had two machines with LCD issues, one bad (cracked screen) and one cosmetic (a small area that was "lighter" than the rest). They refused to make any other repairs unless the LCD was replaced (at a cost of over $1300!) even tho the machines were under AppleCare. Check the contract - they do not cover "obvious damage due to carelessness, accident", etc - and all LCD damage is summarily placed in this category. The thing that pissed me off the most was that I was perfectly willing to live with the cosmetic proble, but they were not willing to repair anything unless they got my extra $1300. Grrr!